Public Service Dashboard (AM0045)
Action Plan: Armenia Action Plan 2018-2020
Action Plan Cycle: 2018
Lead Institution: Prime Minister Office
Support Institution(s): The bodies of State Administration of the Republic of Armenia UNDP Armenia, IT companies and CSOs
Policy AreasE-Government, Public Participation, Public Service Delivery
11.Dashboard: Citizen feedback on public services
Commitment Start and End Date Start date of the commitment: January 2019
End date of the commitment: August 2020
Lead implementing agency Prime Minister Office
Person responsible from lead implementing agency Sargis Khandanyan
Title, Department Deputy Chief of Prime Minister Staff
e-mail: email@example.com Phone (+37410) 51-57-06
Other actors involved Other state actors involved The bodies of State Administration of the Republic of Armenia
Civil society, private sector UNDP Armenia, IT companies and CSOs
Issues subject to regulation Public services are rarely designed in citizen insights in mind. Citizens are neither entitled to provide conceptual feedback on the quality of the services nor suggest improvements. Feedback windows in government websites do not serve the purpose of collecting user perspective on such services. Moreover, there is no channel for processing the feedback and informing decision-makers to develop policies based on the accumulated knowledge and information.
Allow citizens to evaluate their public services with the help of simplified feedback, as well as make suggestions about them, which will contribute to more effective participation and improvement of the quality of public services. Evaluation is carried out both by quantitative and qualitative criteria (how long does it last and how satisfy is the citizen)?
It is important to secure every user’s active participation in different phases of service development and assessment for improving service quality. The crowd sourcing of users’ opinions does not only foster improved public participation but also in short time allows the executive to improve public services based on the constant feedback loop results.
Accountable and participatory public administration, as the key factor for democratic governance and economic development, does not only correspond to the principles of the Sustainable Development Goals of the UN, but also to the principles of the European Neighborhood (EN) policy.
It is of vital importance to secure citizen’s participation in public administration, particularly in public service development and delivery to ensure accountability. SIGMA in cooperation with EN has defined in details each of the key sectors of public administration in “Public Governance Principles: a framework for ENP countries” document.
This document puts emphasis on the direct participation of the citizens in public services evaluation and feedback provision and will be the key guideline to evaluate RA public services in the upcoming years.
Main objective Commitment has two aspects: firstly, the citizen receives an accessible direct democracy tool to evaluate public services; secondly, the executive gets a complete picture of citizens’ rating and raised issues through visualized data, which allows to be more informed and make evidence-based decisions.
The executive gets responsibility for responding and providing appropriate solutions to the raised issues and public opinion related with public services.
The list and the volume of the services to be rated will be clarified through research that will be developed in the initial phase of the commitment.
Brief Description of Commitment Launch an public services online feedback platform which will allow to collect, sort and analyze citizens' assessments and recommendations.
Develop a human-oriented and user-friendly interface which will encourage citizens to participate in the design and evaluation of public services. Combine quantitative and qualitative feedback channels. Integrating / creating a tool for collecting, sorting and analyzing citizens' assessments on one of the current online platforms.
Increasing the public trust, promoting public participation
OGP challenge addressed by the commitment Participation, accountability, promotion of innovation
Relevance to OGP values The commitment allows creating a direct communication platform for the first time to collect the citizens’ perceptions and ratings of public services, to elaborate and to use those in the evidence-based policy-making planning.
Promotes efforts for implementation of SDG Goals or Targets 16.6.2: Proportion of the population satisfied with their last experience of public services
16.7:Ensure responsive, inclusive, participatory and representative decision-making at all levels
Verifiable and measurable criteria for performance of commitment
1.Study of the international examples of public administration with focus on public participatory, co-creative and citizen-centered cases 2019թ.
2. A set of high-level suggestions on public services provision quality assurance methodology based on the ratings collected from citizens (including, responsible bodies, frequency, monitoring frequency, results-based executive system).
Ensure transparency and tracking of the citizen’s application process. Provide an application response management mechanism for all service providers.
3. Creation of the collection model for requests, complaints and ratings, which can co-exist with other existing solutions (e-gov.am, Igov) 2020
4. Launch of the mechanism, with the participation of the public and through public raising awareness campaign 2020
Open Data in Official Declarations
AM0035, 2018, Asset Disclosure
Government Grant Transparency
AM0036, 2018, Fiscal Transparency
Beneficial Ownership Register
AM0037, 2018, Anti-Corruption Institutions
Modernization of Community Website
AM0038, 2018, E-Government
State Water Cadastre
AM0039, 2018, E-Government
AM0040, 2018, E-Government
Integrated Social Services
AM0041, 2018, E-Government
Unified Information System for Management of Education
AM0042, 2018, Capacity Building
Exploring Medical Assistance Program
AM0043, 2018, E-Government
Platform for Submitting Petitions
AM0044, 2018, E-Government
Public Service Dashboard
AM0045, 2018, E-Government
State Travel Transparency
AM0027, 2016, E-Government
Accountability for Grants of the Government
AM0028, 2016, E-Government
Transparency of the State Budget
AM0029, 2016, Fiscal Transparency
"Open Data" in Official Declaration:
AM0030, 2016, Anti-Corruption Institutions
Portal for Community Decisions.
AM0031, 2016, Capacity Building
AM0032, 2016, Capacity Building
Accessibility of Integrated Social Services
AM0033, 2016, E-Government
"One-Stop-Shop" Pilot Project Within Military Registration Offices
AM0034, 2016, Capacity Building
Digitization and publication of data in the “Republican Geological Fund” SNCO
AM0016, 2014, Extractive Industries
Ensuring Transparency in Mining
AM0017, 2014, Extractive Industries
Ensuring Public Awareness About Health Care Financing
AM0018, 2014, E-Government
Ensuring Transparency of Asset and Income Declarations of the RA High-Ranking Officials
AM0019, 2014, Asset Disclosure
Online Broadcasting of the State Procurement Appeals Board Sessions
AM0020, 2014, E-Government
Community Microsurvey Introduction in 10 Communities
AM0021, 2014, E-Government
Ensuring Open, Transparent, Participatory and Accountable Process of State Policies and Legislative Reforms
AM0022, 2014, E-Government
Public Awareness on the Lawmaking Activity of State Governance Bodies
AM0023, 2014, E-Government
Ensuring Transparency of the Election of Governing Boards of the RA General Secondary Education Institutions and of the Annual Budget Planning and Expenses of Ra General Secondary Education Institutions
AM0024, 2014, Education
Knowledge and Capacity Building of Public Servants in the Freedom of Information and Anticorruption Field
AM0025, 2014, Capacity Building
Ensuring Transparency of Local Self Government Bodies of Large Communities
AM0026, 2014, E-Government
Reviewing the Regulatory Normative Legal Acts (Regulatory Guillotine Project)
AM0001, 2012, Legislation & Regulation
Improving Internal Audit System for the Public Sector
AM0002, 2012, Audits and Controls
Improving Procurement Procedures
AM0003, 2012, Capacity Building
Improving Budget Planning and Reporting Systems Through Full Utilization of Program Budgeting
AM0004, 2012, Audits and Controls
Promoting Transparency and Objectiveness in Tax Administration
AM0005, 2012, Conflicts of Interest
Fight Against Corruption
AM0006, 2012, Anti-Corruption Institutions
Introduction of a Unified Payment System (Portal)
AM0007, 2012, E-Government
State Car Inspection Improvements
AM0008, 2012, Infrastructure & Transport
Implementation of an Electronic System for Consular Services
AM0009, 2012, Citizenship and Immigration
Implementation of Mail-Armenia System
AM0010, 2012, Citizenship and Immigration
Introduction of e-Statistics System
AM0011, 2012, E-Government
Introduction of e-Documentation Sharing System in Urban Communities
AM0012, 2012, E-Government
Ensuring Transparency of Asset Declarations
AM0013, 2012, Asset Disclosure
Standardization of Offical Websites Content
AM0014, 2012, E-Government
Improvement of Knowledge and Skills of Public Servants on Access to Information
AM0015, 2012, Capacity Building